Area Operations Controller - DWP (Fixed Term Contract)

You will be responsible for communicating effectively with a vast operational team ensuring all operational demands are met within strict timeframes. Part of a team of sixteen Area Operations Controllers reporting to three managers on the DWP account, your role will require planning, foresight and effective workload prioritisation working in conjunction with others on a rotating shift pattern. Training on all aspects of all disciplines will be given and the required knowledge to carry out your role liaising with the Deployment Manager and other managers to ensure the customer is catered for in every respect. Your role will require you to carry out extensive project work. Ensuring that Javelin/ HCM is updated in good time ensuring your work is of a high standard. This role will require excellent people skills, mentoring capability and an understanding of escalation of issues in line with the account framework.

You will be based at the Leeds Office, but hybrid working will be available upon completion of your training.

Your contract will be fixed until November 2023

Benefits

• 25 days holiday pay, plus bank holidays

• Workplace Pension Scheme

• Great 4 Savings Employee Discount Scheme

• Progression, training and development opportunities

Responsibilities

• Deployment of all security officers in line with customer requirements

• Ensure the management and action of the Telecontact system

• Supervising System arbitration and Ad Hoc provision

• Responsible for assisting remotely working security personnel across the UK

• Ensuring that individuals are checking in and out as required

• Assisting managers in the deployment of personnel in line with contractual requirements

• Monitor the system to prevent possible issues of unavailability

• Rostering and scheduling of all personnel

• Reporting of Dropped Hours

• Providing employee advice and welfare calls as required

• Telecontact Management & inaccuracy reduction

• Telecontact Arbitration and escalation

• Programming of Ad-Hoc work, sickness reporting and skills database

• Maintaining Operational systems information

• Keeping the scheduling database up to date including all Joiners, Induction Training, Rosters, Leavers, Absence, etc.

• Providing incident management support as directed by the team leader

• Dealing with wage queries

• End of week / month collation and checks

• Submitting evidence of work to the team leader for development reviews

About you

• Excellent communication and interpersonal skills at individual and team level

• Ability to carry out multi skilled disciplines required on the DWP account after suitable training provided

• Able to build, develop and maintain positive working relationships with clients, suppliers and internal support services

• Excellent problem-solving skills and a focus upon continuous improvement, both personally and to the benefit of the client and G4S and can effectively operate with the minimum of supervision and direction

• Able to work under pressure, with a confident and resilient nature when dealing with contractual issues

• Ability to prioritise and manage tasks and directives which may conflict each other

• Able to produce informative and concise reports

• Numerate and literate and experienced with Microsoft Office tools.

About the company

G4S is a leading global security and outsourcing group, specialising in outsourcing of business processes in sectors where security and safety risks are considered a strategic threat. G4S have recently been acquired by Allied Universal making the company the biggest security provider and the 7th largest employer in the World.